Cust Svc Rep III, Procurement

Rochester, NY


This position is responsible for providing exemplary customer service to University of Rochester and its healthcare network, procurement users and suppliers. The incumbent is expected to assist the customer to resolve their immediate procurement and/or payable problems, and educate them on the appropriate procurement process.

This position receives incoming questions / problems generated via the website, email or phone for Procurement related topics, including but not limited to customer “how to” questions, policy and procedure questions. The position will utilize the Service Desk application to manage incoming questions/problems including the status as well as requisitions for goods and services. This position will enforce and guide the users to the website or online training for answers to common questions. For more complex questions/issues, escalate as appropriate or work with colleagues and / or manager to resolve and convey solution to customers/suppliers, updates website FAQs accordingly. Provides prompt, courteous, and accurate information in all communications and customer interactions. Answer phones (provide assistance and route calls), provide support for requisition review and processing of P2P and 312 requisitions assure complete information is provided including required documentation (i.e. quotes, Consultant/Independent Contractor Forms), assist with facilitation and oversight of the supplier qualification process for new suppliers in order to complete the processing of requisitions. Process mail, scan and index purchase orders into scanning system, report processing, general administrative support and word processing, receive visitors. Simultaneously manage multiple tasks with shifting priorities.


  • Delivers high quality, prompt customer service by utilizing the Procurement systems: Resolves customer problems related to procurement, Accounts Payable invoicing and suppler concerns, and P2P. Owns issue resolution to conclusion, including being the conduit between the customer and other key individuals, providing the customer timely updates/resolution.

  • Provides answers to basic questions and assist with basic system troubleshooting (e.g., access requests, password resets, creating requisitions) from Requesters and Suppliers receiving and prioritizing incoming requests. Helps the customers understand how to find the answer to standard questions themselves (e.g., link on the website, online training, shortcuts, etc. on: how to buy a particular item, how to complete the supplier qualification on line form, how to download data to a spreadsheet and how to generate a report).

  • Assist with P2P requisition processing and Supplier requests as needed. Consult with commodity teams and Sr. P2P Representatives to ensure the timely flow of requisitions and supplier requests. Willingness to learn P2P processes and procedures in order to assist in any capacity required.

  • Creates purchase orders (regular and blanket purchase orders) using MMIS system including the use of specialized terminology, vocabulary, abbreviations and symbols. Contacts suppliers and/or customers for updated quotations and information on incomplete requisitions as needed. Follows up on order status and expedite as needed. Follows up as needed with incomplete mail/requisitions. Scans and indexes purchase orders into OnBase scanning system.

Other duties as assigned.


  • High school plus 2 years of post-high school education, preferably in business or an equivalent combination of education or experience required.

  • 4 years of practical customer service, computer, and office experience preferred

  • Demonstrated customer Service, strong verbal and written communication, listening and coaching skills required

  • Demonstrated knowledge and use of Zoom and Skype required

  • Ability to problem solve and collaborate with others required

University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $15.38 - $21.54 Hourly

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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Location: Central Administration
Full/Part Time: Full-Time